Required skills

communication and interpersonal skills to

ask questions to identify and confirm requirements

communicate with team including communicating performance targets

give instructions

motivate team and conduct meetings through clear and direct communication

negotiate with team members and customers

share information

use and interpret nonverbal communication

use language and concepts appropriate to cultural differences

leadership skills to

conduct sales team meetings effectively

model sales and service values and behaviour

plan and organise task completion for self and team

promote efficient use of resources and promote sustainability

set and monitor team outcomes

train and mentor team members

literacy and numeracy skills to

document results

estimate volume

interpret and maintain data

monitor budget and resource expenditure

prepare reports

present information

research analyse and interpret a broad range of written material

set territory sales targets that link to sales marketing and strategic plans

Required knowledge

business merchandise and service range

business merchandising plan

business policies and procedures in regard to

delegation and decision making

interaction with customers and other team members

sales and service delivery

techniques for modelling positive attitudes and behaviours

customer demand and market trends

leadership styles

work health and safety WHS requirements relevant to sales team activities

principles and techniques in interpersonal communication

product quality standards

range and availability of new products and services especially those with enhanced sustainability features

relevant legislation and statutory requirements relating to leading a sales representatives team

team formation techniques

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential

models and activates positive behaviours and attitudes in team leading by example

sets and communicates performance standards sales targets and individual performance requirements to team members

evaluates and amends leadership style to meet work team contingency and performance contexts

communicates sales and service targets and plans and provides feedback on operations and outcomes to relevant personnel according to store policy

manages effective service coverage and sales targets for a customer group or territory

Context of and specific resources for assessment

Assessment must ensure access to

a retail work environment

relevant documentation such as

policy and procedures manuals

sales and service delivery targets and plans

records of sales and service

legislation and statutory requirements

industry codes of practice

a team

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

observation of the candidate in the workplace

customer feedback

written or verbal questioning to assess knowledge and understanding

review of portfolios of evidence and thirdparty workplace reports of onthejob performance

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended

Team members may include:

Team needs and requestsmay relate to resources, such as:

Communication styles may include:

Sales reports may include information on:

Sales and performance targets may include:

Sales and performance targetsfor a sales team may vary with:

Equipment and resource requirements may include:

Meetings may be:

Businessoutcomesmay include:

Business values and culture may include:

Business policy and procedures in regard to:

Modelling business expectations and commitment through personal performance may involve: